Vice President, Client Services - Hospital

Job Purpose

The Vice President, Client Services is responsible for ensuring customer satisfaction and client retention across all assigned clients. Key success factor is the ability to build effective relationships, both internally and externally with clients, which will result in client reference ability, adoption of additional services, and high levels of retention and satisfaction. The Vice President, Client Services will work with clients to optimize financial and clinical performance using MMX products and services.

This role will coordinate with the SVP Client Services to assess additional opportunities. The Vice President, Client Services will collaboratively identify, address and successfully resolve a broad range of topics and issues. Key success factors include the ability to service large client accounts and/or multiple higher complexity smaller client accounts.

• Accountability for profit and loss of client RCM activities including workforce management and revenue forecasts
• Oversee end to end revenue cycle service management for designated client(s)
• Maintain acceptable levels of day in A/R, bad debt, and other key indicators
• Serve as the single accountable leader by creating collaborative, high performing work environments while addressing issues, removing barriers, and ensuring successful team and client outcomes
• Manage budgets, revenue forecasting, margins, invoicing, and billing
• Quantify financial and operational benefits for performance improvement initiatives
• Identify and address risks to achieving projected outcomes; develop and implement solutions to resolve same
• Create customized solutions to achieve business objectives, and manage client expectations around benefits and deliverables
• Maintain relationships with key client contacts that fosters an environment to drive client performance and minimize attrition
• Build strong executive-level and C-suite relationships
• Monitor key metrics and other documentation to effectively manage client satisfaction and retention
• Identify process improvement or other efficiencies related to improving the customer satisfaction Initiates and directs plans to improve client profitability
• Follow up on client feedback and issues as necessary and initiates/tracks plans for improvement
• Serve as the liaison between the client and operations
• Conduct regular reviews with clients
• Model high customer service qualities in delivery of service
• Proactively manages and resolves customer issues
• Tracks progress and opportunities across delivery teams
• Alert customers to any changing services
• Address issues openly and quickly
• Ensure key customers are referenceable promoters to support sales
• Work with management, sales, operational, and product specialists as appropriate to identify areas for  up selling.  When appropriate, assist in closing add on sales
• Share information and collaborates on new business opportunities with other BU segments
• Coordinate with other BU support and service teams
• Establish, maintain and coordinate service dialogue between business units
• Other duties as assigned
• Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
• Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties
• Understand and comply with Information Security and HIPAA policies and procedures at all times

• Bachelor’s degree in business or related field required
• Minimum of 10+ years in healthcare consulting and/or healthcare operations, patient workflow and Hospital revenue cycle management
• Experience presenting or consulting to C suite or large hospital organizations
• Healthcare operations and/or consulting experience on…